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First Level Resolution Rate | Metric of the Month
First Level Resolution (FLR) is a measure of a service desk’s ability to resolve tickets at Level 1, without having to escalate the ticket to Level 2 (Desktop Support), Level 3 (internal IT professionals in applications, networking, the data center, or elsewhere), Field Support, or vendor support. First Level Resolution is not to be confused with its close cousin, First Contact Resolution. Let me provide an example to illustrate the difference.
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